Hey, magenta3781376, and welcome! I'm sorry that it sounds like there's been some confusion around the up front pricing for JOD orders, and we haven't done a great job of clearing it up. We have made changes to the down payment pricing somewhat, because some devices do have required down payments at this point for well-qualified customers, and I know that if you've had JOD since it was initiated you can recall a period when well-qualified meant $0 down on all devices. As super-phones offer more and more, both in terms of features and quality hardware, the pricing on some of these devices has increased, and the JOD and EIP programs have shifted somewhat in terms of the up front pricing requirements now that overall MSRPs are higher. Different devices will have different down payment options available, so your best bet would be to work with a team with account access who can review your individual pricing options device by device.
From the sound of things, based on both your tenure and your history with previous $0 down payment requirements, you would have excellent account standing. Our team doesn't access accounts or place orders, but I do believe that the S8A is in a tier where a down payment is required for well-qualified customers, both on JOD and EIP. I hope that we're being straightforward when we're discussing this with you, and I'm sorry if at any point we misquoted the up front due -- we dropped the ball.
Your other concerns are super valid as well. You're right that there's no need to make any sales offers that wouldn't be advantageous to you, and absolutely not necessary at all if you aren't interested. I do know that the service messages don't come after *every* interaction, but I want to alleviate any concerns that we may have failed to send one deliberately. These are automated, so I promise you that our representatives aren't choosing whether or not to initiate a review -- that wouldn't be fair, and we are interested in genuine feedback. Thank you for taking the time to log in here and share this experience.
I know it sounds like you've reached out already, but if you'd like another review of the account, you're welcome to reach out to us at any time. Our T-Force team, the social support team on Twitter and Facebook, are fantastic -- we have a secure platform for account verification there, and we can do a double check on this and make sure we're quoting you the correct up front requirement. Thanks again for voicing your feedback.
My biggest problem is the lies I got form the CS rep, which quite honestly I have never encountered with T-Mobile CS before, and they were off shore reps. Anyway, I asked 3 times if the pricing policy changed and was told 3 times that it wasn't. I'm OK if the policy changed, it's bound to happen with increased device prices, but don't lie about it. Another lie I got is that all devices over $700 require a down payment. And when I asked why a down payment was not required for the Note 8 I was told "you must be mistaken".
I don't mean to diminish anyone, and I personally have 12 off shore resources reporting directly to me, against my will. And I am familiar with their hiring and training practices, as well as their lack of work ethics. And I believe that T-Mobile is doing itself a disservice by having these people answer CS calls.